Problem
Before the Bulk Service Project, Hilton corporate users managed the Add-ons program one hotel at a time due to a lack of standardization. Simple updates to align with brand or regional standards took months to implement.
Goal
Design a streamlined solution that enables corporate users to manage and execute large-scale updates across multiple hotel properties, supporting the global scale-up of the Add-ons program.
- DELIVERABLE
- Requirements Gathering, Research, Ideation, & Design Comps
- MY ROLE
- Lead Product Designer
- TOOLS & SOFTWARE
- Figma, Usertesting.com, Jira & Confluence
Bulk Changes
since Nov. 2025
82,022
hotels updated
20,506
total hours saved
2.3
years saved
About Bulk & Challenges
The Bulk Service was developed in response to a critical business need: enabling large-scale updates across hundreds, or even thousands, of hotels at once. Add-ons is the first space that will enable bulk job integration. As part of the bulk job process, an approval to run the job is required.
Before bulk process: The Global Distribution Management(GDM) team would onboard or update hotels individually, a process that demands significant time, resources, and coordination, making it difficult to adapt quickly when minor changes are needed in an Add-ons program.
Project needs: The full bulk capability must include the ability to submit, update, and delete bulk jobs; view and approve bulk request jobs; set up and manage approver groups for Add-ons bulk jobs; and create tailored experiences for different user groups based on permissions.
Challenge: One of Hilton’s biggest challenges is the lack of standardization across its 23 brands and global regions. As a result, the Bulk Service cannot rely on a universal standard or context when validating whether the input data is appropriate for a given set of hotels, making the validation process significantly more complex.
Challenge: Due to time constraints, the team agreed to temporarily place bulk under Add-ons, while acknowledging that this is not its permanent home." Future vision of IA work seen the Navigation Menu project.
Research
Competitive Analysis
Competitive Analysis
For larger projects, I begin by researching and analyzing how comparable applications manage similar processes to help inform and guide my design direction.
- Notable Takeaways
- The majority of competitors leveraged bulk processing as a feature within a product.
Competitors are more contextual to the outcome vs Hilton's vision.
Competitors process is simple and straightforward.
Design Process
User Flows & Wireframes
User Flows
The Bulk Service must go through an approval process to run the job. This means the setup of an approval group must be complete first before a job request is submitted. Otherwise, the job might fail due to a lack of person(s) to approve the request.
User Flow: Setup Approver Group > Create Bulk Request > Approver Request in Bulk Manager.
Wireframes
Research
User Research
User Research
I conducted research with seven members of the GDM team to evaluate my approach to bulk actions within the context of add-ons. Below are the key findings and a portion of the presentation deck I shared with the team.
Research Themes
- 1. Sort & View
- Participants want the ability to separate thier jobs from others and sort by job status.
- 2. Regional Standards
- The primary need is the ability to update by region. Currently, there's no way to distinguish between domestic and international data, as everything is tied to the brand code.
- 3. Profile
- Regional standards should have a place that they can be housed, built from or compared against. The term 'profile' or 'template' is commonly used to describe what the GDM team is requesting.
Design Efficiencies
Feedback to implementation
Bulk Manager
Feedback was implemented into the phase 1 delivery.
- Improved Efficiency
- Reduced time on task, & Increased overall workflow efficiency
When the Bulk Manager loads, a search is executed using the user's ID. This helps the GDM team manage their bulk tasks more efficiently.
Bulk Templates
Feedback affected the roadmap and was placed as a fast-follow to phase 1 delivery.
- Improved Efficiency
- Reduced time on task, Ensured clean and consistent data, & Increased overall workflow efficiency
Templates help the GDM team establish standardization and consistency across regions while improving efficiency in the bulk request process.
Solution
High Fidelity Designs
Outcome
For our MVP, we launched exclusively in the Add-ons space, focusing on key functionalities such as creating add-ons, defining categories and filters, and modifying information, filters, and rates. After launch, the GDM team provided overwhelmingly positive feedback. Since November 2024, the new capability has been used to update over 82,000 hotels, saving approximately 20,506 hours or 2.3 years of hotel operational work.
Documentaiton
Figma Documentation
Bulk Approver Group Screens
Bulk Request Screens
Bulk Manager Screens
What's Next
Scaling Bulk in Prodigy
Scaling Up Bulk
The intitial mvp was agreed to build six bulk request jobs in Add-ons: creation of add-ons, add-on category and add-on filters, and modification of add-on info, add-on filters & add-on rates. The prodigy team is already working with GDM on adding new requests in the add-ons space and beyond.
Add-ons Some of the new requests from the business and GDM that require further exploration include modifying rolling inventory for rates, restrictions, and inventory; enabling delete functionality; and the ability to create, update, and delete templates (saved worksheets) within the experience.
Other Product Spaces: Tax and Fee, Attributes, and PRU are a few areas where the team would like to apply the Bulk service.
IA Updates As mentioned in the 'About Bulk & Challenges' section, the team temporarily placed Bulk under Add-ons due to time constraints, while acknowledging this is not its permanent location. The long-term vision for information architecture is being explored through the Navigation Menu project. In preparation for research testing, I am currently gathering requirements, documenting insights, and designing solutions to validate how Bulk should be integrated across the Prodigy app.